Product Support Agent

Job Summary

To support a growing Smart Building Product Support team, the full-time remote Product Support Agent will resolve complex issues for Smart Access and Smart Devices, ensuring timely and effective resolutions while collaborating with engineering and product teams.

Key responsibilities

• Take ownership of support tickets and drive them through to resolution across teams
• Analyze and troubleshoot multi-layered technical problems to determine appropriate solutions
• Document all customer interactions, findings, and resolutions in the ticketing system

Required qualifications

• 2+ years of customer service experience, preferably in a contact center environment
• Strong technical and troubleshooting skills across multiple systems
• A proven track record of effective communication and interpersonal skills
• Experience in managing escalated customer interactions and de-escalating frustrated customers
• Desire to engage in new systems and technology and convey knowledge to partners and customers